“The customer service model is about ready to pop.”
According to numerous blue-shirted “geniuses” that Business Insider spoke to, a rising tide of store visitors and on-the-job performance expectations have pushed the system to the breaking point.
“The customer service model is about ready to pop,” says one Apple “genius” who has worked at the company for seven years and requested anonymity because employees are not permitted to talk to the press. “That is the issue and the employees are feeling it,” the person says.
Apple now has over 85 million iPhone users in the United States, according to a recent estimate. That means more Apple users per store than ever before, and more people walking through the doors with everything from cracked phone screens to problems logging into iTunes.
Retail employees notice that the stores are packed. One says that his store can’t keep up. “We haven’t been able to keep up with traffic since I started 8 years ago,” a senior Genius at a small store in the Midwest that has yet to be redesigned told Business Insider.
My take: I haven’t been to a Genius bar in more than a year, thanks to Google searches and Apple service chats.